Director, Medical Information Center

About the Role:

We are seeking a dynamic and experienced Director of Medical Information Call Center to lead our global operations supporting medical inquiries, adverse event capturing, and product complaint intake. The ideal candidate will bring a strong background in medical affairs, pharmacovigilance, and contact center leadership, along with a passion for driving compliance, service excellence, and team performance in a

Highly regulated environment.

Strategy & Leadership

• Oversee strategic and operational management of a 24/7 medical information contact center.

• Develop and execute SOPs, workflows, and staffing models to ensure timely, accurate responses to healthcare professionals, patients, and clients.

• Lead cross-functional teams across medical affairs, regulatory, pharmacovigilance,

and quality.

• Handle medical information calls, including complex, sensitive, or escalated queries from healthcare professionals, patients, or caregivers.

Quality & Compliance

• Ensure adherence to global regulatory standards (e.g., FDA, EMA, MHRA, ICH) for medical information, safety, and product complaint handling.

• Supervise the creation, review, and approval of Standard Response Documents (SRDs) and FAQs.

• Coordinate audits and inspections; implement corrective and preventive actions (CAPAs).

Technology & Operations

• Manage systems for case intake, triage, documentation, and reporting

• Use data dashboards and analytics to monitor KPIs (response time, call resolution, quality scores).

• Oversee vendor partnerships and technology integrations to streamline operations and enhance user experience.

People & Culture

• Recruit, train, and lead a team of medical professionals and multilingual call center agents.

• Foster a culture of accountability, empathy, compliance, and continuous learning.

• Provide performance coaching, team development, and succession planning.

Qualifications

Required:

• Advanced degree in Life Sciences, Pharmacy, Nursing, Medicine, or equivalent (e.g., PharmD, MD, RN, PhD).

• 10+ years’ experience in medical information, pharmacovigilance, or clinical operations.

• At least 5 years in a leadership role managing call center teams or outsourced service providers.

• In-depth knowledge of regulatory requirements for medical communication and safety reporting.

• Experience with safety databases and medical information systems.

• Strong project management and cross-functional leadership skills.

Preferred:

• Previous experience overseeing global or multilingual operations.

• Certification in project management, quality, or pharmacovigilance (e.g., PMP, ISO, BPS).

• Familiarity with AI/NLP or chatbot integrations in healthcare customer service.

• Multilingual abilities or experience leading language-diverse teams.